IT Help Desk

Ascent is a leading provider of innovative financial products and student support services that enable more students to access education and achieve academic and economic success. Everything Ascent offers is designed with the best-in-class teams and technology to increase every student's ability to plan, pay, and succeed in their education and career. Ascent's planning tools and financing resources are co-created by students for those in college, graduate school, and career training programs. Ascent offers financial wellness education, student success services, and one-on-one and digital career coaching that put students' academic and professional goals within reach. Ascent has been widely recognized for its strong culture – named “Best Places to Work” by the San Diego Business Journal for the past 5 years – and as an industry leader – named “Best Student Loan” by NerdWallet for the past 3 years.
At Ascent Funding, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified IT help desk technician to assist our customers with questions and problems concerning computer systems, hardware, and software. The technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.
Objectives of this role

• Provide quick and effective assistance with information technology systems
• Guide internal and external customers remotely and in person through systems configuration, troubleshooting, and maintenance 
• Listen attentively to customers’ questions and concerns and offer optimal solutions
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
• Represent Ascent Funding’s IT team with professionalism and integrity while helping to advance our company mission

Skills and qualifications

• Excellent problem-solving and analytical skills with a demonstrated sound attention to detail

• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Patient, friendly demeanor with a great aptitude for listening
• Strong verbal and written communication skills
• Commitment to providing exceptional customer service

Preferred qualifications

• Bachelor's Degree in computer science, information systems or IT, or equivalent experience

• CompTIA A+ certification (optional)

• Fluent in mechanisms such as peripherals (printers, mice, headsets, etc.)

• Comfortable providing technical assistance and fixing issues that arise

• Experience working with smart devices such as phones, tablets, etc.

• Eagerness to learn new technologies and systems
• Experience working as an IT help desk technician or in a similar customer support role

Helpdesk Technician responsibilities include:

• Maintain informational documentation in SharePoint for the Help Desk.

• Oversee implementation of desktop configuration management at the help desk level.

• Gather accurate technical information from internal customers on reported issues.

• Maintain accurate inventory for all IT hardware and software.

• Assist with implementation and maintenance of hardware, software and peripherals.

• Monitor and perform audits of computer systems.

• Provide professional end-user support via telephone, email or web.

• Provide appropriate documentation on services provided and status updates in the Jira service desk system.

• Train and provide support to staff on new technology implementations.

• Assist users with account creation, changes, and securing of data/accounts.

• Troubleshoot performance issues and issues with browsers and plugins.

• Answer all incoming requests (mostly chat and web) and create a ticket by documenting the reported issue and all prominent details.

Competitive pay with bonus, and comprehensive benefits package that includes, but not limited to:

• Compensation includes a base salary of $68k-$78k commensurate with experience, plus bonus and options.
• Company Stock Options
• 401(k) + Company Match
• Medical, dental, and vision coverage
• Annual HSA contribution of $1,600
• Life insurance, disability, and critical illness
• 14 Paid Holidays! Eleven (11) + Two (2) Community Days + Your Birthday!
• Snacks and drinks in the office
• Tuition reimbursement program
• Generous paid leave policies
• $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day
• Wellness, Work from Home funds, and more!
   

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
 
Equal Employment Opportunity
 
It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.